This article contains links to resources for understanding, setting up, and using the Jira integration in Zendesk Support and in Atlassian Jira. It contains the following sections:
About the Jira integration
The Jira integration enables linking, tracking, and synchronizing of information between Zendesk tickets and Atlassian Jira issues, encouraging collaboration between support and development teams.
Support teams using Zendesk Support can create links between a customer ticket Zendesk and the work developers are tracking in Jira. They have visibility on the progress of any Jira issues linked to the Zendesk ticket, and can also create new Jira issues in Zendesk Support.
Development teams using Jira can have visibility of any Zendesk tickets associated with the Jira issues they are working on. They can see linked ticket details (such as status, priority, and type) and all communications with a customer by viewing the Zendesk ticket comments in Jira. They can link tickets to Jira issues and communicate to Support agents in Jira by adding new comments to Zendesk tickets.
The field syncing feature allows near real-time data syncing between Jira and Zendesk Support. This provides ticket and issue data for both Jira and Zendesk to stay up to date. Lastly, Jira can automatically update a Zendesk ticket when the issue status changes, so your support teams are always across any development updates.
58 comments
Dainne Kiara Lucena-Laxamana
Hi Tomer Blankitny,
Not at the moment. Jira doesn't provide a feature yet for the integration where you can link Jira issues to Zendesk from the JIRA UI.
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Sean Bourke
Hey Tomer Blankitny,
While there is no native way to link a Jira issue to a Zendesk ticket from Jira, the Jira Integration API provides a pathway to programatically link a Jira issue with a Zendesk ticket.
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Tomer Blankitny
Is there an option to get the linked Jira issue link/key when getting an email notification on a ZD ticket?
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Sean Bourke
Hi Tomer Blankitny,
This should be possible, however there are some caveats. Jira integration linked items aren't natively available within trigger placeholders, so you'll need to use the Jira field sync capability to fill custom fields on a Zendesk ticket with associated information (such as the Jira issue key). If you link more than one Jira issue to a ticket, then this will likely only include the first item linked.
Once the Jira field is synced to a custom field within Zendesk, that custom field can then be included within trigger email notifications.
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JAM-Test Admin User
Hi, is there a way to hide internal notes from the comment type?
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Johannes Rudolf
Hi all,
I saw the comments from Luke above where he asks for a possibility to disable the Zendesk integration panel on the right side of an issue. Interestingly we're currently experiencing the opposite, that the panel is NOT visible to certain projects but it was present before (according to my client). The following describes our setup:
Now, the situation is a difference between a couple of major customer support projects in Jira. While on one project (project A) the sidebar panel will be displayed - this is not going to happen for the other project (project B). For project B we know for sure it has worked and there are linked tickets in Zendesk. On the other hand, however, for project A the panel is displayed saying "no linked ticket" in a sample ticket within the project in question. Interestingly the Zendesk Support tab (as part of the Activity section) is visible in both projects. Also, both projects should be available in the Zendesk Support app as per project restriction.
Question: is there a specific trick or setting that we may have overlooked or is there an (un)known bug?
Many thanks for your support!
Johannes
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Tim Wooten
Is it possible to change the label that is added to Jira when linking Zendesk tickets to a Jira project? For us, these labels are jira_escalated. The term "escalated" is a word that has various meanings to different people, and I would like to remove any ambiguity.
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Hiedi Kysther
Hi Tim Wooten,
The tag, jira_escalated, is the default tag for the JIRA - Zendesk integration. As of the moment, we cannot add/custom the JIRA tags.
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Manuel_LightAgent
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Noly Maron Unson
Hi Manuel,
Once a ticket status is already CLOSED, the ticket will not be editable anymore and this includes changes from any integration.
Hope this helps.
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Aileen D
We'd love the ability to show Ticket Creation date in the Jira widget but it doesn't seem possible.
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Jarad Garlesky
Heather Rommel can you advise on the following?
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as seen below there are currently three fields (in RED) that auto update based on the JIRA we link to the ticket. There is a fourth option = "Issue Type" that we would like to also populate in the panel on the left. Is this configurable and how.
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Dane
You can refer to Using the Jira field syncing feature.
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Jarad Garlesky
Dane The issue is that I cannot find an option that is called "Issue Type" to be able to map.. are we overlooking something?
we are needing to show in Zendesk that the TYPE is either TASK or Troubleshooting
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Dane
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Stephan Meyer
Hi,
I'm using the "Zendesk Support for Jira" plugin, but the JIRA tickets created by the plugin are created with a jira admin account which should not be used anymore.
Is it possible to CHANGE the JIRA account used to create/update JIRA tickets? Didn't find any option to do so.
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Heather Rommel
Stephan Meyer,
The last time I had to do that, it was done on the Jira app and you had to disconnect it, and reconnect it using the service account. It was nerve wracking but it worked and all the connected items stayed connected.
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Stephan Meyer
Heather Rommel,
thanks for your advice. I've logged-in to JIRA with the new admin account, deinstalled and re-installed the "Zendesk support for JIRA" plugin in JIRA - and I'm done. Even the configuration parameters survived.
1
Jason Wong
I am still noticing that issues are being reported as "Zendesk Support for Jira" when all the users in Zendesk are also in JIRA. As well, these issues when created also post to Slack with that same user. How do we associate the correct users between the two system. Reading the comment from Sean here says they are derived from the user list.
https://support.zendesk.com/hc/en-us/articles/4408845662746/comments/4789667919386
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Xiang Zhang
Hi,
We have disabled some values for a field in jira, but the disabled values still show in Zendesk side, what's the problem?
Thanks
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Francis Casino
I have initiated a ticket to conduct a more comprehensive investigation into your inquiry.
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Xiang Zhang
Hi Francis,
Ok, thank you, BTW, I mean disabled the values, not delete. It means no issues can select it any more in jira, but it'll still keep for old issues if no one change it.
Thanks
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Francis Casino
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Jesse Marion
Hi Community,
I am curious if anyone knows if there is a solution for submitting tickets to JIRA from Zendesk and using the Codeblock formatting feature:
We are submitting tickets with Codeblock snippets and these are showing up as text in the JIRA ticket which is quite messy and required our agents to edit the JIRA to re-do the codeblock.
Is that expected behaviour with this integration or is there a setting we are not aware of?
Cheers!
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Scott.Morrison1
We would love to link our one Zendesk instance to multiple Jira instances, but currently the only way to do this is via a third-party app. Will you add support for this in the future?
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bill cicchetti
Hi Scott….check here for updates
https://support.zendesk.com/hc/en-us/community/posts/4409217577242-New-Feature-Request-Link-to-multiple-JIRA-instances
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Andrey Nikolaev
Hello
Jira-Zendesk integration does not work on Jira server v10.3.2.
How to fix this?
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Andrey Nikolaev
What is ETA for release for Jira v10.3.2?
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